AccountId: 011433970860
ContactId: 67f57b4d-b29c-49b4-8854-3dd86adc4fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178960 ms
Total Talk Time (AGENT): 49858 ms
Total Talk Time (CUSTOMER): 75565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/67f57b4d-b29c-49b4-8854-3dd86adc4fe3_20250529T15:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I want to check status on the claim.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And did, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number that I have is.
[CUSTOMER][NEUTRAL] 02218491 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], her birthday [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] That's great. [PII].
[AGENT][NEUTRAL] And tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because their maximum.
[AGENT][NEUTRAL] Inpatient benefit had already been maxed out.
[CUSTOMER][NEUTRAL] Uh deny or
[AGENT][NEUTRAL] No more benefits available for the calendar year for his inpatient.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For the year.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Uh, because we haven't received no EOB on that.
[CUSTOMER][NEUTRAL] Could you fax me over EOB for this denial?
[AGENT][NEUTRAL] Sure, what's that fax number?
[CUSTOMER][NEUTRAL] My fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, did I get a claim number?
[AGENT][NEUTRAL] Claim number is 359-828-1.
[CUSTOMER][NEUTRAL] Oh, can I get a claim number?
[CUSTOMER][NEUTRAL] Uh, OK, you received it. Let me get the rest of the information. You received his claim on what day?
[AGENT][NEGATIVE] We received the claim [PII], claim denied on [PII].
[CUSTOMER][NEUTRAL] A [PII] or 25.
[AGENT][NEUTRAL] 25.
[CUSTOMER][POSITIVE] Alright, sending you'll be over. Give me a reference for the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Spell your name, [PII]
[AGENT][NEUTRAL] Um, yes ma'am.
[CUSTOMER][NEUTRAL] And you said, um,
[CUSTOMER][NEUTRAL] Your last initial is what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. You have a good day, [PII].
[AGENT][POSITIVE] You too, thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.